Self-Service and Automation Customer Care Best Practices

Bright Pattern

Everyone’s talking about self-service automation, it seems. The more sophisticated and complex the system(s) undergoing automation, the more care and effort needs to be put into it to make it all work right. self-service

New KPI Metrics in the Era of Self Service


Once upon a time, measuring customer service success was straightforward. With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient. Customer care center metrics in the era of self-service clearly require a different approach.

Call Deflection strategies in the age of self-service


Call deflection is the process of routing a customer enquiry to an alternative service channel. The goal is both to ensure customers receive the answers they are seeking in the most efficient manner and to reduce the number of inbound calls routed to human agents.

Artificial Intelligence in Customer Care: What, Why, and How

Noble Systems

Digital transformation is one of the hottest topics among CIOs of companies that have mandated improving the customer experience as their top priority. Customer care today remains mostly reactive. Businesses wait for a customer to call into the contact center.

Artificial Intelligence is Transforming Customer Care

NICE inContact

Advances in Artificial Intelligence (AI), conversational chatbots , self-service and digital channels all contribute to an improved customer experience – but what kind of risks come with adopting AI?

From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service


Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. You may not realize it, but every time you change your password, track a package, or pay a bill without calling the company for assistance, you are performing a self-service task. Drivers for customer self-service.

2018: New Ways Cloud Will Enhance Customer Care

NICE inContact

Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care.

5 Top Customer Service Articles for the Week of September 11, 2017


Each week I read a number of customer service and experience articles from various online resources. A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of?

Guest Blog: Don’t Make Me Wait


This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. How Can You Stop A Customer From Bailing? Don’t make your customers wait!

Step 1 of 5: AI Self-Service Without Compromise – Identifying the Perfect Fit


Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. This is the first of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise.

Customer Self-Service Doesn’t Matter! That’s a False Paradigm!!!

Natalie Petouhof

Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. the shift to a post-sale, on-demand, attention economy, organizations must start supporting self-service for post-sale scenarios.

New Report: The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels

Natalie Petouhof

This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI.

Guest Blog: 8 Exciting Ways AI Delights Customers


This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. Verizon fixes customer-affecting issues before they are noticed. Always there for customers. Self-service.

5 Top Customer Service Articles for the Week of August 5, 2019


Each week I read a number of customer service and customer experience articles from various resources. 3 Small Aspects Of ‘Customer Experience’ That Make A Big Competitive Difference by Gary Lyng. My Comment: Self-service is a powerful part of the customer experience.

Top 5 Posts in September

Contact Center Pipeline

Not surprisingly, many were interested in looking ahead to learn which near- and long-term trends will have the most impact on customer care and service delivery. What was top of mind this month for Pipeline blog readers?

Guest Blog: Don’t Waste My Precious Time


This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone.

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5 Top Customer Service Articles For the Week of April 2, 2018


Each week I read a number of customer service and customer experience articles from various resources. Three Important Considerations for Customer Service Surveys by Paul Selby. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks.

Five Steps to Strategically Choose AI For Customer Service

Natalie Petouhof

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy.

The Growing Demand for Self-Service Is Altering the Future of Knowledge Management


In the customer service environment, knowledge management (KM) is the systematic management of an organization's information assets, including the efficient handling and distribution of information and data resources residing within, and often outside, an enterprise. The purpose of these efforts is to create and augment value to the customer and meet the tactical and strategic corporate goals to improve overall customer service.

Convenience is King for Millennials in Customer Service


As the first generation of digital natives to enter the workforce, they changed how businesses interact with customers, forcing these companies to rethink how to deliver exceptional customer service. . What does that mean for your customer service teams?

Seven Ways To Ensure Your Customers Actually Use Your Self-Service System


Today’s customer fully embraces technology and expects companies to do the same. This is especially true when it comes to providing customer service. Customers are still calling into the contact center to resolve many issues. utilize multiple channels, including self-service options. Customers expect an effortless and seamless experience throughout their journey with your organization, with a convenient path to issue resolution.

Sometimes It’s Just the Right Thing to Do


We can train people on how to deliver good customer service. We teach people how to greet customers when they walk in the store, how to properly answer the phone when customers call the company and much more. I worked at a self-service gas station.

Guest Blog: How Millennial’s are Changing the Customer Service Landscape


This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. They are literally changing the rules of customer service on the fly.

Merry Christmas and a Happy New Year!


. As we close out another successful year, we wanted to reflect on some of our achievements and our customers’ achievements throughout 2018 – a year that saw exciting new updates and implementations.

Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals


This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign.

Improve Your IVR, Improve the Customer Experience


Making it even worse for me, was that I couldn’t help but wonder what kind of experience she would have had if the airline had Aspect® InQueue Self-Service , which offers IVR callers a callback option plus a link to a mobile web app via SMS to try self-service while waiting.

20/20 Vision: The Best Advice for Contact Centers in 2020 – The Experts Weigh In


Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? Now: Ready yourself for the dawn of a new customer service decade, and read this timely and useful advice from the mouths of the experts themselves.

5 Top Customer Service Articles For the Week of February 19, 2018


Each week I read a number of customer service and customer experience articles from various resources. Top 5 Tips to Improve Social Customer Service by Kristina Knight. Here are five tips to improve social customer service.

Guest Blog: The 8 Elements of Customer Support Quality


This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? Customers expect correct information from support.

SMS – Better Outreach on Customer Terms


SMS has become the most effective tool for businesses to communicate with their customers because of its ease-of-use, convenience and reach. SMS enables customers to stay in their comfort zone as they interact with a business.

How Utilities Should Respond to the Mobile Shift


i] Despite many utilities recognizing the need to address ever-rising customer mobility with newer, more proactive communication strategies, they still fail to make it a priority. Doug Thompson, Director of Product Development.

Amazing Business Radio: Michael Redbord


Turning Happy Customers i nto Brand Advocates. How will chat and chat bots transform customer service in the near future? Top Takeaways: Redbord shares the five rules of a customer-centric organization. 1) Knowledge of your customer.

5 Top Customer Service Articles for the Week of September 4, 2017


Each week I read a number of customer service and experience articles from various online resources. The top five things you hate most about customer service by Sarah Ingrams . When The CMO Owns Customer Experience: 10 Top CMOs Share Their POV by Blake Morgan.

Guest Blog: 4 Technology Solutions to Help You Manage Customer Service More Effectively


This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. Keep a customer happy, and they’ll stay loyal to you.

Guest Blog: Voice – Still The Most Important Customer Service Channel


This week we feature an article by Felix Winstone who says that while technology has impacted our approach to customer service, the oldest channel of communication, voice, is the most important. Approaches to customer service are continually shifting to keep up with how people adopt new technology. Self-service, web chat and chat bots gain in popularity. But which customer service medium is the most effective?

Guest Blog: Good Customer Service Is More than Good PR


Please join Patricia and me June 8 when we discuss how good customer service drives sales. Perhaps you agree that every customer counts and that we must never forget our customers’ perceptions of us.

Amazing Business Radio: Tom Goodmanson


The Analytic Customer Experience. How AI Can Support Human Customer Service. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service. Customers’ expectations are higher than ever.

How to Think about Chatbots in a Big Picture Kinda Way


What does the future hold for customer service? A common theme in answer to this question is, “Improvements in automation and self-service will erode the importance for call centers.” Consider the universe of all self-service technology.

4 MORE Call Center Reports Worth Your Time


The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Other key measures include demeanor (71%) and customer feedback (65%). Making the Most of Customer Feedback.

Resistance to change – the arch nemesis of customer experience


Here, he explains why change is good and outlines a flexible philosophy to kickstart the transformation of your customer interactions. Five ways to future-proof customer service. They allow an organization to flex their customer care muscle when most needed.